TM Forum Live 2014

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Effective analytics are the key to realizing the true value of data. Whether you’re focused on driving customer loyalty, discovering new opportunities, reducing fraud or monetizing your data, uncovering the information you need isn’t easy. Even when you have it – what do you do with it? This Forum gives you practical tools and techniques to help you navigate the digital storm with effective big data analytics, exploring the business, regulatory, legal, cultural and technical issues.

SETTING THE STATGE: BIG DATA – THE HEART OF HEALTHY DIGITAL BUSINESS

Afternoon refreshments & networking break

Tuesday, June 3

3:45 - 4:15 pm

To Be Confirmed, Watch this space for details

Cable

As consumers demand wireless content delivery and connected home entertainment, service providers are exploring alternative methods of content acquisition and delivery to keep pace. Ensuring service quality and customer satisfaction are key competitive factors and essential to growing market share. TM Forum’s Cable Forum draws on experts from leading MSOs across the globe to provide insight on overcoming the challenges of delivering content via multiple platforms.

ONO is Spain’s leading cable provider serving 6.5 million homes, delivering integrated telephone, television and Internet services to residential and business customers. While ONO already has the networks and technology to continuously innovate and launch new services and quadplay packages, their silo’ed customer management systems and separate call centers for each line of business were struggling to support ONO’s growth. This inefficiency was impacting the customer experience and revenue growth. Customer management transformations are notoriously difficult to deliver (and keep under budget), especially when they’re large-scale like ONO’s. Not only are there so many integration points, but the implementation approach has to achieve the set objectives and adapt to a changing business environment that’s different from the one they started in. ONO’s CIO Carlos Moreno shares the drivers, challenges and lessons learned behind their bold decision to reinvent ONO’s customer experience through a new type of customer management transformation strategy.

When Kabel Deutschland decided to consolidate its inventory landscape it did not just opt for implementing a new IT-System. A cross-functional team lead by the business side was put in charge to bring processes, roles and systems into alignment in order to achieve a next practice approach to network plan, build and run. Topics to be shared in this key note include:
• Making OSS vendors understand that you need a holistic solution, not just an IT system
• Setting up and running a project that achieves more than best practice through truly aligning processes, roles and systems

Unitymedia KabelBW leaks for the first time their plans to shake up the market with innovative and competitive VPN products. The technical capability of cable networks has been shown in the field of residential services. But the successful formula "infinite bandwidth + challenging price" does not apply when it comes to more complicated business services, like VPN-based connectivity or QoS-shaped traffic management. Stability, flexibility and manageability as well as efficient set-up, service engineering and self-care are the relevant tags to play along with professional communications. It’s the story of a joint project of UMKBW and GIP which delivers the provisioning system for this evolutionary leap, the challenges within service and network design, and the first results with pilot customers.

Cloud services are the enabling fabric of the digital world, dramatically reducing the barriers to entry for new players, and transforming the cost base, agility and mobility of established businesses. Yet realizing the full potential of enterprise cloud services and removing the roadblocks to enabling IT-as-a-Service means overcoming the challenges of security, quality of experience and governance. Whatever your role in the cloud – from infrastructure to software – this Forum gives you access to cutting-edge thinking, tools and techniques to achieve your goals.

How do you ensure repeatable, consistent, excellent service management in complex digital delivery environments?

This interactive Master Class will address the challenges of delivering high quality digital services built from multiple cloud-based components and open discussion on how to optimize your ability to manage this environment.

David G.W. Birch is a Director of Consult Hyperion, the IT management consultancy that specialises in electronic transactions, where he provides specialist consultancy support to clients around the world. Before helping to found Consult Hyperion in 1986, he spent several years working as a consultant in Europe, the Far East and North America. He graduated from the University of Southampton with a B.Sc (Hons.) in Physics

• What is the end game for Enterprise Cloud? What will move to the cloud, and what will stay in-house?
• What are the major drivers and barriers to cloud service adoption by large enterprises?
• Who will be the major service providers, and where is collaboration needed to enable enterprise-grade services?

• Consolidating the most widely used applications, including core system based on legacy mainframe, in a single web based and device independent frontend
• Describing the migration of mission critical real-time applications to a standard product platform and running them in an enterprise cloud:
o Creating a private cloud with captive IT provider of Lufthansa Group
o Sharing the cloud with external provider in community model and with other players in our industry
• Addressing barriers to further cloud adoption

• What is the potential for the Small/Medium Enterprise and Prosumer/Small Office Home Office cloud services market?
• What roles can a service provider fulfill? Point solutions for storage, security, connectivity through to bundled IT-as-a-Service offerings
• Effectively bundling and marketing cloud services for the SME market

• Understanding the challenges - what applications should go mobile, when and where?
• Tackling the security, operational and technical challenges standing in the way of effective BYOD
• Who is leading the way, and where is collaboration needed across the mobility ecosystem?

Entrepeneur, writer, public speaker, and founder of over fifteen companies, primarily concerned with the application of information technology to enterprise infrastructure or business solutions. Pulier has raised over 700 Million dollars for ventures he has founded or co-founded. Goal: to have a significant and positive impact in the world by innovating solutions for education, health care, government, and business.

The panel session will review the innovative and game changing IaaS Cloud exchange business model. Executives from Deutsche Börse, Deutsche Telekom and Zimory will discuss the importance and ramifications of such an exchange to the marketplace and the importance of standards for its success.

• Understanding the complexity of ensuring effective Identity Access Management in the Cloud
• Assessing the impact of the Cloud on existing systems and processes
• How is Identity Access Management evolving to provide effective authentication, authorization, user management, audit, provisioning, role management, and compliance in public and private Clouds?
• What is the role of the service provider in delivering Identity and Access Management for Cloud?

Carolin Latze, Technical Team Lead Security Team at Swisscom Group's Strategy and Innovation, Swisscom AG

• What are the specific security requirements for IaaS, PaaS and SaaS?
• Establishing how best to cooperate with your partners to ensure security in internal, private, public and hybrid Clouds
• Understanding customer concerns associated with signing over security of sensitive data, and establishing trust by proactively addressing security needs
• Overcoming the security risks in different Cloud environments as well as between Clouds and internal infrastructures

Speakers:

Carolin Latze, Technical Team Lead Security Team at Swisscom Group's Strategy and Innovation, Swisscom AGRoom:

Room 3

Creating and Managing Successful Cloud Partnerships

Chair: Eric Pulier, Vice President and General Manager, Cloud,

Entrepeneur, writer, public speaker, and founder of over fifteen companies, primarily concerned with the application of information technology to enterprise infrastructure or business solutions. Pulier has raised over 700 Million dollars for ventures he has founded or co-founded. Goal: to have a significant and positive impact in the world by innovating solutions for education, health care, government, and business.

• Understanding why SaaS is seen as the Cloud model with the greatest growth and sustainability potential
• Evaluating your internal capabilities when deciding on a SaaS strategy
• Forging successful partnerships that help to differentiate your SaaS offering
• Extending your Saas offering with PaaS and IaaS – what is the revenue potential?

• What are the core requirements for developers creating and deploying services in the cloud?
• Combining seamless multi-Cloud/hybrid-Cloud services, platforms and network management for a great experience
• Examining service life cycle management from the business and consumer user’s perspective
• Optimizing multi-Cloud services across their entire lifecycle

• Where do service providers need to partner to build a successful enterprise cloud business?
• What are the leading partnership models, and which are most effective?
• How to retain control of the customer relationship by providing bundled solutions in partnership with others
• Providing examples of successful and innovative Cloud service partnerships

In today’s digital world, customers are more informed and empowered than ever. One bad customer experience can do real damage to your bottom line. So how do you maximize customer loyalty, and proactively deliver brand-building customer experience across your business? How do you manage customer experience of digital services delivered via complex partnerships? This Forum delivers new case studies and strategies from world-leading organizations in customer experience management.

Using the wealth of data you gather and store, how can you make the leap from managing your networks to truly putting your customers at the center of your business?

This Oracle sponsored strategy session will be held on Monday, May 13th, 2:00-5:30pm. This session provides an opportunity to connect with your peers and discuss shared challenges such as how well you understand your customers' real and perceived experience and explore solutions for improvement.

Together, we will examine opportunities for change and cover:

How to shift thinking to customer engagement outcomes from technology and product.

The latest thinking on managing the end-to-end customer experience

Using customer centric data to create and sustain meaningful experiences across the customer lifecycle

Supporting business needs to ensure true cross-organization prioritization and decision making

How to implement cross-organizational transactional reporting and KPIs

People, process and system management for customer centricity

Email education@tmforum.org to reserve a place at the session. It is on a first-come, first-served basis as spaces are limited.

Agenda:

Session 1: Leaping the transformation chasm

Session 2: Creating & sustaining meaningful experiences across the customer lifecycle includes presentations from major service providers

Session 3: Workshop/Panel – Understanding the common business challenges in prioritization and decision making across the organizational silos

Humera Malik is President and co-founder of Quexor Group, a global telecom strategy and marketing consulting firm with offices in Toronto and Washington, D.C. She is a telecommunications industry expert with more than 15 years of experience.
In her role at Quexor, Humera works with telecom clients from around the world to define market and product strategy. Her expertise also includes—product development oversight, new product launch and go-to-market strategy. Humera is often called upon for merger and acquisition strategies for increase market share and generate new revenue opportunities.
Humera has worked in the developed markets of North America and Europe, as well as developing markets of Africa and the Middle East. Humera has played key roles in significant industry-changing telecom dynamics such as Mobile Money Solutions in Africa, and has worked to secure grants for mobile innovation in developing markets. With projects in developing markets, Humera served as a strategic liaison with organizations such as Digicel, Vodafone and Zain Group.
Prior to Quexor, Humera worked for Cingular, AT&T and Bell Mobility where she was responsible for defining innovative mobile and wireless productized solutions targeting several key industries – Financial Services, Health Care, Retail and High-Tech. She built several strategic business and technology alliances to generate revenue momentum and streamline solution delivery platforms.
Humera is a frequently requested speaker and respected thought leader in telecom industry forums and events. She is involved in various industry associations including asTele-Management forum where she is an Ambassador , and works with leading service providers on implementing industry standards and best practices in the BSS/OSS domain.

• Navigating from a Customer Experience initiative to a company-wide approach to customer centricity
• Using Customer Experience as the starting point in a successful business strategy
• Building a culture of customer centricity and continuous improvement based on customer feedback
• Moving from descriptive to precise measures and quantifiable commercial results

• Improving VIP satisfaction and loyalty through VIP/VIP group assurance
• Managing the evolvement of process, organization and skill
• Building an effective executive committee
• Enabling visibility over service quality and customer experience to inform next actions

• What factors drive value and the perception of a great experience across different customer segments?
• Understanding how marketing launches and targets can lead to unrealistic customer expectations
• Managing the customer experience if a service or product does not meet expectations
• Developing an approach across all departments that:
o ensures services and products are designed with customer experience in mind
o takes into consideration the entire lifecycle of the product
o addresses the customers’ operational concerns about a product or service

CEM potentially encompasses every customer facing process at the operator. In order to understanding the complete view of each customer’s experience, data from these systems needs to be understood to provide an overall CEM measurement. However a single customer view is far from a reality at operators today and is being built in incremental steps. Each of these must add some value to the operator and be part of a strategy to build and integrated framework for CEM. This presentation will:
• examine the different approaches that CSPs can use to build an effective CEM framework
• provide some examples of systems and implementations at CSPs
• identify the underlying data requirements
• assess the business benefits

Armin Iskander is founder and managing partner of Iskander Business Partner. Before founding Iskander Business Partner in 2005, Armin was managing partner for Germany with Accelate Business Launch and Expansion. Prior, Armin was responsible to several business units within Webmiles. Before he was Project Manager with Roland Berger for four years. There he handled projects in the UK, France, Switzerland and Brazil. Armin holds an engineer's degree from the University of Dortmund.

HOW TO: Get the most from your consumers through effective CRM across multiple channels

• Using multivariate testing to increase conversions and gain insights into consumer preferences and behavior
• Leveraging CRM retargeting by combining offline and online data to reach more consumers online
• Optimizing mobile CRM
• Understanding how to push consumers from email to social media and back again

• Building a meaningful customer dialogue in the social media ecosystem
• Developing policies and processes to effectively manage social media channels – assigning roles and organizational responsibility
• Leveraging social customer service to increase customer loyalty

• Customers are judging their experience based on everything they do through their smartphone but the service provider can only see a small slice of this today – what can be done?
• What are the customer experience management challenges associated with smartphones?
• Presenting a real case study from a smartphone optimization project at Zain Kuwait
• How to intelligently manage data in order to improve the quality of experience of users

• The customer experience in a digital world is set by the best in the business such as Apple – how do communications companies rapidly catch-up?
• Understanding how new devices and applications are rapidly changing the consumer’s expectations
• How to develop a successful approach that improves customer retention, empowers operators, strengthens brands and increases revenue
• The importance of cultural transformation in improving customer experience and retention

• Understanding and building an enterprise social network
• Using an enterprise social network to become a more customer-centric organization
• Exploring the benefits and proof points through case studies

Armin Iskander is founder and managing partner of Iskander Business Partner. Before founding Iskander Business Partner in 2005, Armin was managing partner for Germany with Accelate Business Launch and Expansion. Prior, Armin was responsible to several business units within Webmiles. Before he was Project Manager with Roland Berger for four years. There he handled projects in the UK, France, Switzerland and Brazil. Armin holds an engineer's degree from the University of Dortmund.

• What data is relevant to providing a richer customer experience? How do you make the data accessible and actionable?
• Addressing the technical and organizational challenges associated with gleaning meaningful customer insights from Big Data
• Examining how Big Data is being used to increase the personalization of the Customer Experience
• Deriving maximum value for the customer whilst respecting customer privacy
• Combing real-time and existing data to gain deeper insights into customer needs and improve the overall Customer Experience

• With over 50 million apps downloaded every day, how are performance-sensitive apps redefining customer experience?
• How can service providers effectively capture and manage the customer’s experience in an increasingly complex ecosystem?
• Understanding why traditional approaches to customer intelligence are not suited to the dynamic and distributed nature of apps and digital services
• Addressing next gen customer experience management requirements for real-time application experience and personalized, actionable customer insight

Peter joined Orange Group in December 2007, responsible for developing a group wide customer engagement and development strategy. Orange needed a strategic vision for the way they engage their customers to help unify the business and really focus on their customer base. With Peter’s leadership, Orange now have an innovative customer engagement vision & delivery methodology called “Mood”. The result of which, is a business that consistently strives to meets and exceeds customers expectations, while achieving tactical revenue, cost reduction, customer satisfaction and retention objectives via a transversal transformation approach.

HOW TO: Use customer journeys to improve customer experience and drive profitability

• Understanding the link between staff empowerment and customer experience improvement
• Tackling the challenges associated with transforming established processes, cultures and mindsets
• Leveraging frontline employees as the main information channel to enhance the overall customer experience by:
o Gaining insights into employees’ skill sets and work patterns to help better predict and deliver on service windows and customer appointments
o Using customer feedback to improve complaints management, customer service and product offerings

Peter joined Orange Group in December 2007, responsible for developing a group wide customer engagement and development strategy. Orange needed a strategic vision for the way they engage their customers to help unify the business and really focus on their customer base. With Peter’s leadership, Orange now have an innovative customer engagement vision & delivery methodology called “Mood”. The result of which, is a business that consistently strives to meets and exceeds customers expectations, while achieving tactical revenue, cost reduction, customer satisfaction and retention objectives via a transversal transformation approach.

Many trends in today’s business landscape are forcing organizations to transform their business models. These are large, complex undertakings – getting them wrong can be devastating.

Deloitte has supported many clients in their transformational endeavors over the years, and has introduced many innovations to enhance our clients’ probability of success. In a past TM Forum conference, we shared an approach for defining the future state customer experience, and using it as a key driver of solution design. This time around, we would like to build on that theme, and discuss the topic of Gamification.

One of the most difficult aspects of any transformation effort is getting your people to adopt the changes and vest themselves in a positive outcome. Gamification involves using gaming to bring transformational solutions to life for key stakeholders. Please join us at our session where we will:

• Provide an overview of Gamification and different types of games (video games, physical simulations, etc.) that can be utilized
• Share a real-life video game (with avatars and all!) that we created for a client during a broad operational transformation to bring the transformed customer experience to life
• Provide participants an interactive opportunity to experience Gamification during the workshop

Security is top of mind for every business. But as service providers grapple with mobility, cloud- based applications and a complex ecosystem, vulnerabilities and risks are skyrocketing. With multiple partners across the value chain, every organization must adopt an effective security strategy. What processes, technology and techniques should you use, and what are the potential points of failure? How do your partners approach security, and what data can you share? This Forum addresses pressing security challenges for service providers, enterprises and governments.

• Addressing the security challenges of mobility, cloud and digital services
• Accurately measuring and managing end-to-end security
• Working with value chain partners: agreeing a common security strategy and what you’re prepared to share
• Best practices, common mistakes and how to address them

• Securing the Mobile Enterprise: handling the security challenges of Bring Your Own Device (BYOD) , mobility and apps
• Exploring the technology roadmap of device security and how will it impact service providers
• Building the business case for security investment and selecting the best solution to fit your needs

• What are the drivers, requirements and size of the market for effective identity management in a digital world?
• Who has the most accurate view of your identity – communications or digital service providers?
• Understanding and addressing the top security concerns for enterprises

• Understanding the customer: enterprise security requirements from partners and vendors
• ‘Built in’ not ‘bolt on’: adopting a proactive approach to security that minimizes risk and cost
• How much security is enough? Developing an effective and realistic strategy for security across the enterprise

Christy Coffey has been supporting the US DoD and its Coalition Partners since 2001 in a variety of capacities. As the Head of the TM Forum’s Government and Defense Center of Excellence since its inception in 2006, Christy works directly with over 70 Government and Defense TM Forum member companies, like the US DoD’s DISA, NATO C3, and the UK MOD’s DSTL. Her main focus is to bring these agencies and their suppliers together to work in a collaborative environment to develop standards and best practices for Defense Telecommunications focused on hot topics such as CyberSecurity/Security Management and Policy Based Network Management. Christy holds a top secret security clearance, has a degree in Computer Science, and is recognized on software patents. Prior to working for the TM Forum, Christy spent over 20 years designing, developing, and deploying software solutions for customers in the Government/Defense and Telecommunications industries.

• Designing and implementing development strategies to evolve cyber security
• Building security into partnerships across the eco-system, including government, utilities, standards, service providers and vendors
• Developing practical tools and strategies for sharing threat information between trusted partners

As the digital economy grows, the lines between traditional verticals such as communications, healthcare, financial and energy are quickly blurring. A new wave of opportunity for disruptive services such as eHealth, Smart X, and Connected Home all enabled by M2M and an ’Internet of Things’–is emerging. The opportunity for service providers is huge, enabling everything from enterprise cloud through to consumer services. This Forum, including workshops led by experts, examines the management and enablement challenges that complex services bring.

How do you ensure repeatable, consistent, excellent service management in complex digital delivery environments?

This interactive Master Class will address the challenges of delivering high quality digital services built from multiple cloud-based components and open discussion on how to optimize your ability to manage this environment.

Since joining NetCracker in 2005, Sanjay has been instrumental in leading the company’s growth through strategic initiatives which have accelerated the company’s growth and success. In his current role of Vice President of Strategy, Sanjay is responsible for the company’s image and market development, corporate communications, media relations, and brand management.
Prior to joining NetCracker, Sanjay worked at Yankee Group as the Vice President of the Telecom Software Strategies (TSS) Decision Service. There he managed research and programs to improve Communications Service Providers' business results. Specifically, he helped clients make decisions regarding the use of business and operations support systems (BOSS) software and services. Before joining Yankee Group, he worked at MCI, Intelsat, and the World Bank in Product Management and Technology Evaluation functions. "

• Which verticals hold the greatest growth and revenue potential for digital services?
• Predicting the evolution of the digital economy, and the likely roles for communications service providers
• Examining the collaboration required to build market opportunities together, while continuing to compete

• Can digital services really replace lost revenue from traditional streams for communications providers? What are the likely effects on margins and ARPU?
• Where can service providers add maximum value? Is it profitable to architect specific solutions in a bespoke environment?
• Leveraging existing assets to provide new solutions with minimal capital investment
• Enterprise-class digital services: the opportunities, challenges and threats

• Working with partners to define the customer relationship – trust throughout the value chain
• What are customers looking for and who do they think their relationship is with?
• Exploring opportunities created by more interactive customer experience management

Since joining NetCracker in 2005, Sanjay has been instrumental in leading the company’s growth through strategic initiatives which have accelerated the company’s growth and success. In his current role of Vice President of Strategy, Sanjay is responsible for the company’s image and market development, corporate communications, media relations, and brand management.
Prior to joining NetCracker, Sanjay worked at Yankee Group as the Vice President of the Telecom Software Strategies (TSS) Decision Service. There he managed research and programs to improve Communications Service Providers' business results. Specifically, he helped clients make decisions regarding the use of business and operations support systems (BOSS) software and services. Before joining Yankee Group, he worked at MCI, Intelsat, and the World Bank in Product Management and Technology Evaluation functions. "

• Continually reinventing to keep pace with the digital market
• Maintaining an open, agile approach to innovation and integration
• Delivering a scalable and evolving business platform
• Achieving global economies of scale through local partnerships in a co-operative value chain

• Working with enterprise customers – what does it take to deliver services beyond connectivity?
• Enabling standards for enterprise-class digital services: setting KPIs, SLAs and problem management
• How to improve situational awareness along all points of the value chain, pan-industry and pan-vendor
• Sharing customer ownership, and the impact on operations, processes and business models

• Establishing partnership ecosystems to deliver more services more effectively
• Future-proofing services – how can the communications industry help?
• Working with different mobile devices and platforms to increase functionality and compatibility
• Preparing for the next wave of evolution and developing flexible, low-cost platforms for service delivery

PLEASE NOTE: THERE ARE LIMITED SPACES AT THIS WORKSHOP DUE TO ITS INTERACTIVE FORMAT. ARRIVE EARLY TO AVOID DISAPPOINTMENT.

• Developing a new business model and ecosystem to exploit opportunities in the smart grids market – where is the role and revenue for mobile operators?
• Working with shared ownership of the end consumer and the impact on business processes
• Managing a hybrid grid using operations support systems
• Moving from enabling energy companies to providing energy – is the future co-operative or competitive?

PLEASE NOTE: THERE ARE LIMITED SPACES AT THIS WORKSHOP DUE TO ITS INTERACTIVE FORMAT. ARRIVE EARLY TO AVOID DISAPPOINTMENT.

• Wellness or eHealth – what are the differences and which market holds the most potential for communications service providers, short and long term?
• What will it take to push eHealth into clinical settings? Creating strategies to advance partnership and organizational change
• Delivering critical eHealth services – what are the healthcare requirements?
• Using remote monitoring to transform care delivery – what developments is the health industry looking for?

PLEASE NOTE: THERE ARE LIMITED SPACES AT THIS WORKSHOP DUE TO ITS INTERACTIVE FORMAT. ARRIVE EARLY TO AVOID DISAPPOINTMENT.

John Wilmes is a Principal at Syntologica, Director of the Digital Services Infrastructure Initiative at TM Forum, a member of the Industry Advisory Board at Ericsson North America, and a TM Forum Distinguished Fellow. He has held technical and thought leadership positions at Progress Software, Ceon, Evolving Systems, and DEC.

HOW TO: Manage enterprise-grade digital services in a complex ecosystem

• Building to ensure a scalable and robust enough infrastructure, and with that also deploying operations and management tools, which can withstand the requirements of a Smart City and cope with a dynamic plethora of energy generation sources
• Understanding the challenges and benefits associated with implementing optimised scheduling and mobility solutions across a large field workforce, and supporting the workforce by providing the right data at the right time
• Delivering value for money by maximising the performance of field operations and meeting regulator commitments while delivering high quality service levels
• Building for and ensuring on-going proactive intervention and security management end-to-end

Tony Poulos has been involved with software development and systems integration in travel and telecommunications for over 25 years. He developed a convergent billing system in the early nineties in Australia and from there he worked in a business development role with Unisys’ Telecommunications Practice in Europe. He was co-founder of Copernicus Global Billing Services, a London based, web-enabled, managed service provider for outsourced billing and payments collection. He has worked in the areas of BSS, IT, revenue assurance, billing, payments, mobile internet access, mobile email and content delivery.
In addition to being a regular speaker, MC and chairman at telco and finance conferences worldwide, he has been a Contributing Analyst for IDC, writes freelance for a number of industry publications and is a columnist for Telecom Asia and its video anchor. Tony was an executive of the Global Billing Association for five years prior to its merger with the TM Forum. Until 2010 he headed up the Revenue Management Initiative of the TM Forum, his new role is that of Market Strategist. He is also editor of Inside Revenue Management newsletter that goes out to 35,000 industry specialists each month.
In June 2011, Tony was recognized as one of the 25 most influential people in the telecom software industry. The rankings, determined by an independent panel of editors at the publication Billing and OSS World, highlight the industry leaders and visionaries that have had a significant effect on the direction and development of business and operations support systems (BSS/OSS).

INSPIRED PANEL DISCUSSION: Where do standards make sense in the digital ecosystem?

• What are the essential areas for standardization to enable a vibrant, open digital ecosystem – and why?
• How standards development must evolve to keep pace with the digital ecosystem
• Update on current standardization activities including TM Forum’s Digital Services program, OneM2M, and more

The time is now for agile IT. As service providers strive harder to automate and reduce costs, new digital services and business models are placing huge stress on IT and operations for service providers and enterprises alike. To compete in the digital world, businesses need greater flexibility, while continuing to run with maximum efficiency. A fundamental rethink is challenging conventional wisdom for portfolio lifecycle, data analytics, security and infrastructure management. This Forum explores how to deliver super-agile operations.

Future of the Digital Back-office

Chair: Phil Dance, Founder and CEO, DGV Solutions Ltd.

Phil Dance is formerly BT's Chief Information Officer (CIO) for Technology, covering all aspects of BT's IT infrastructure.
Phil's role at BT included delivery of new service capabilities. These include the exposure of reusable IT services linked to BTs 21st century network through Software Development Kits. This radically simplifies the means for partners and customers to take new concepts to market.

FORUM KEYNOTE: Back to the future - what the digital back-office must deliver

• How will digital landscape evolve over the coming years, and what does it mean for service provider IT?
• What strategies are major service providers pursuing in terms of centralization, virtualized services and cloud?
• What are the key business models and digital services to watch and what will these services demand from IT?
• Where must the industry collaborate if it is to be part of an open, vibrant digital world?

• What issues will operational and business systems face in the next five years?
• Bridging the gap between operational and business systems in order to reduce new service time to market
• Will high speed mobile broadband be a technology catalyst for transforming operational and business system solutions?
• Delivering greater control, choice and rapid activation to enhance customer loyalty
• Developing attractive and differentiated services with third party content
• Building BSS architecture for the digital age